Customer Success Manager

As a Customer Success Manager at Smart Communications, you will act as a trusted strategic advisor, building and maintaining strong relationships with enterprise clients to drive long‑term success. Your primary goal will be to foster customer retention and growth, maximise ROI, and encourage advocacy through effective engagement strategies. The ideal candidate will possess a blend of strategic vision and tactical execution, leveraging a deep understanding of client needs to promote product adoption, reduce risks, and identify opportunities for continuous improvement.

You will play a critical role in enhancing renewal predictability, boosting gross retention, and optimising utilisation. Your efforts will contribute to shaping a customer‑focused engagement model that delivers measurable business outcomes and lasting impact.

About Smart Communications

Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most. Our Conversation Cloud™ platform powers frictionless, compliant, digital‑first experiences through omnichannel communications, intelligent data capture, and secure digital archival. More than 650 enterprises worldwide—including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp—rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and fast‑track digital transformation that fuels business growth and elevates the customer experience.

With more than 30 pre‑built connectors, Smart Communications’ cloud‑native platform integrates effortlessly with the world’s most trusted enterprise systems including Salesforce, Guidewire, Duck Creek, One Span, and Pega, enabling more than 60 billion mission‑critical customer conversations globally, and driving faster time to value.

You are a dedicated customer advocate with a strong passion for delivering exceptional experiences. You excel in balancing multiple priorities, skilfully forecasting renewals, and anticipating your customers' future needs. Your relationship management expertise enables you to proactively address customer challenges and elevate concerns, when necessary, all while ensuring a seamless, best‑in‑class experience. Your ability to nurture and strengthen customer partnerships makes you an invaluable asset to our team, driving long‑term success and customer satisfaction.

• Cultivate and sustain strong relationships with assigned enterprise customers to drive satisfaction, loyalty, and retention.
• Own renewal processes, ensuring effective forecasting and proactive strategies to retain and expand customer accounts.
• Monitor and report on the health of customer relationships, identifying risk factors and addressing concerns to ensure long‑term success.
• Develop and implement strategies to increase Smart Communications' presence within existing accounts, identifying opportunities for growth.
• Advocate for product adoption, driving the usage of key features and promoting best practices to maximise customer value.
• Maintain up‑to‑date knowledge of product features and relevant use cases to provide informed and effective customer support.
• Proactively manage at‑risk customers, offering regular updates and escalating issues when needed to mitigate potential churn.
• Navigate complex, ambiguous situations independently, prioritising tasks and executing effectively in a fast‑paced, dynamic environment.
• Build strong executive and technical relationships by understanding customers’ business challenges and aligning solutions with their goals.
• Collaborate seamlessly with internal teams, contributing to a high‑performance, growth‑oriented culture.
• Take ownership of projects with minimal supervision, deliver results and drive impactful outcomes across complex initiatives.
• Demonstrated ability to influence enterprise‑level customers and executive stakeholders, fostering trust and alignment to drive business results.

• Customer renewal rates and logo retention
• Renewal forecasting and opportunity management
• Product adoption and…